Scaling front-line leader capabilities

Client need

For many organizations, the front line is where culture lives—and where engagement is won or lost. One global footwear and apparel company recognized this reality and made a bold commitment: to invest in the leadership capabilities of the people who interact most directly with their workforce.

Their goal was clear—reduce employee turnover by building stronger engagement. And they knew where to start: with the managers who shape the daily employee experience across retail stores, distribution centers, and manufacturing facilities.

While the need was urgent, the path forward wasn’t simple. Leaders across the organization were eager to learn. But access to consistent, high-quality development had been limited. In the absence of a centralized approach, local teams created their own training solutions—well-meaning but inconsistent in quality and focus. The result? A fragmented leadership culture and uneven expectations across regions.

To scale people-centered leadership and create lasting impact, the company needed to:

• Build practical leadership capabilities—trust, feedback, expectation setting, and accountability.
• Empower front-line managers to better engage and retain their team members.
• Expand equitable access to leadership development globally.
• Create a consistent leadership culture while honoring geographical context and needs.

Solution

The company partnered with BTS to design a scalable leadership development journey tailored to the realities of front-line leaders.

Rather than offering abstract frameworks, the program focused on leadership in action—anchored in the pivotal moments that shape team culture and performance. Leaders practiced responding to real-world scenarios: leading team meetings, setting expectations, offering feedback, and coaching performance—then immediately applied what they learned on the job.

The journey was delivered in four modules over 16 weeks, blending virtual and/or live in-person workshops with practical, on-the-job application.

What made it work:

• Moments-based learning: Leaders strengthened core behaviors through repeated practice in realistic situations.
• “Go-Do” tools for reinforcement: Practical guides helped leaders bring learning into daily team interactions—from team check-ins to one-on-ones.
• Global scalability, local relevance: The experience flexed across languages, time zones, and operational environments—ensuring broad access without compromising quality.

Results

What began as a capability-building initiative quickly became something bigger: a catalyst for stronger leadership culture, deeper employee connection, and consistent team performance at scale.

More than 1,200 front-line leaders have already participated, with a goal of reaching 3,000 leaders in the first two years.

• 96% of participants reported applying what they learned immediately, leading to more consistent leadership behaviors, stronger team dynamics, and greater day-to-day impact.
• Survey results showed Net Promoter Scores between 92–97, reflecting high engagement and perceived value.

The success of the program led the company to integrate it into its broader leadership development strategy—turning an initiative into a long-term investment in culture and capability.

To sustain momentum and scale the impact:

• All front-line leaders now receive structured development through the program.
• Newly hired and promoted managers are onboarded with leadership training from day one.
• A dedicated Program Management Office oversees global rollout, including localization, facilitator support, and a train-the-trainer model to ensure long-term scalability.

Testimonials

“I have a deeper understanding that personal connections with my team members make work conversations easier and more productive. This is a critical shift for leadership development.” (Leader, Retail)

“I feel more confident in my ability to actively listen to an issue my team might be facing and actually give them support. I am staying mindful of not jumping to conclusions and using the Playback tool in all of my conversations.” (Leader, Manufacturing/Distribution)